Systems and methods for electronically predicting future customer interactions

ABSTRACT

A computer-implemented method and system for streamlining interactions between a customer and a company representative. Information related to a customer is received by a company representative. A predicted future action by the customer is then calculated by a computer process wherein the calculation is based on the received information. The predicted future action is then caused to be displayed on a computer operated by a representative of the company. A conversation plan may be generated according to the information and a business rule which may be displayed on the representative&#39;s computer.

CROSS REFERENCE TO RELATED APPLICATIONS

This application is a Continuation of U.S. patent application Ser. No.17/066,211 filed Oct. 8, 2020, which is a Continuation of U.S. patentapplication Ser. No. 14/844,076 filed Sep. 3, 2015, which claimspriority to U.S. patent application Ser. No. 62/050,855 filed Sep. 16,2014, which are incorporated herein by reference in their entirety.

FIELD OF THE INVENTION

The present technology relates to electronically modeling customerinteractions, and more particularly, to utilizing and integratingvarious data sources to predict and streamline future customerinteractions.

BACKGROUND OF THE INVENTION

Despite the proliferation of electronic data, the ability to streamlineinteractions with customers remains an elusive goal. For example, whencustomers call a company to enroll or change their services with thecompany, very often the conversation must be paused to allow therepresentative time to find the program and/or webpage that relates tothe customer's desired action.

Often, referral from one customer service representative to another forspecialized services is desirable. In such a case, traditional callcenters have no ability to facilitate hand-off between customer servicerepresentatives beyond placing the customer on hold while the firstrepresentative tries to fill in the second representative. This not onlyyields often poor and inconsistent results, but creates dissatisfactionamong the customers on hold and after reconnection when details andinformation already presented must be discussed again.

Accordingly, there is an unmet need to provide companies, such asinsurance companies, the ability to streamline interactions with theircustomers even when more than one customer service representative mayspeak with a customer during a single or multiple calls.

SUMMARY OF THE INVENTION

The purpose and advantages of the below described illustratedembodiments will be set forth in and apparent from the description thatfollows. Additional advantages of the illustrated embodiments will berealized and attained by the devices, systems and methods particularlypointed out in the written description and claims hereof, as well asfrom the appended drawings.

To achieve these and other advantages and in accordance with the purposeof the illustrated embodiments, in one aspect, a computer-implementedmethod and system for streamlining interactions between a customer and acompany representative is described in which. Information related to acustomer is received by a company representative. A predicted futureaction by the customer is then calculated by a computer process whereinthe calculation is

based on the received information. The predicted future action is thencaused to be displayed on a computer operated by a representative of thecompany. A conversation plan may be generated according to theinformation and a business rule which may be displayed on therepresentative's computer.

BRIEF DESCRIPTION OF THE DRAWINGS

So that those having ordinary skill in the art, to which the presentembodiments pertain, will more readily understand how to employ thenovel system and methods, certain illustrated embodiments thereof willbe described in detail herein-below with reference to the drawings,wherein:

FIG. 1 is an exemplary system for streamlining customer interactions;and

FIG. 2 is a flow chart illustrating an exemplary method of utilizing theexemplary embodiment of FIG. 1 ; and

FIG. 3 is an illustration of an embodiment of a computing device.

FIG. 4 is an exemplary screen shot for review by and interaction with acustomer service representative in accordance with the subjecttechnology.

FIG. 5A is another exemplary screen shot for review by and interactionwith a customer service representative in accordance with the subjecttechnology.

FIG. 6A is still another exemplary screen shot for review by andinteraction with a customer service representative in accordance withthe subject technology.

FIGS. 5B-D are views of portions of the screen shot of FIG. 5A.

FIGS. 6B-F are views of portions of the screen shot of FIG. 6A.

FIG. 7 is still another exemplary screen shot for review by andinteraction with a customer service representative in accordance withthe subject technology.

FIG. 8 is still another exemplary screen shot for review by andinteraction with a customer service representative in accordance withthe subject technology.

DETAILED DESCRIPTION OF CERTAIN EMBODIMENTS

The below illustrated embodiments are directed to streamlining andimproving customer interactions based on analysis of all available datarelevant to the customer. It is to be appreciated the below illustratedembodiments are not limited in any way to what is shown, as theillustrated embodiments described below are merely exemplary of theinvention, which can be embodied in various forms, as appreciated by oneskilled in the art. Therefore, it is to be understood that anystructural and functional details disclosed herein are not to beinterpreted as limiting, but merely as a basis for the claims and as arepresentative for teaching one skilled in the art to variously employthe certain illustrated embodiments. Also, the flow charts and methodsdescribed herein do not imply either required steps or a required orderto the steps, and the illustrated embodiments and processes may beimplemented in any order and/or combination that is practicable.

Unless defined otherwise, all technical and scientific terms used hereinhave the same meaning as commonly understood by one of ordinary skill inthe art relating to the below illustrated embodiments. Although anymethods and materials similar or equivalent to those described hereincan also be used in the practice or testing of the below illustratedembodiments, exemplary methods and materials are now described.

It must be noted that as used herein and in the appended claims, thesingular forms “a”, “an,” and “the” include plural referents unless thecontext clearly dictates otherwise. Thus, for example, reference to “astimulus” includes a plurality of such stimuli and reference to “thesignal” includes reference to one or more signals and equivalentsthereof known to those skilled in the art.

It is to be appreciated the certain embodiments described herein may beutilized in conjunction with a software algorithm, program or coderesiding on computer useable medium having control logic for enablingexecution on a machine having a computer processor. The machinetypically includes memory storage configured to provide output fromexecution of the computer algorithm or program. As used herein, the term“software” is meant to be synonymous with any code or program that canbe executed by a processor of a host computer, regardless of whether theimplementation is in hardware, firmware or as a software computerproduct available on a disc, a memory storage device, or for downloadfrom a remote machine. The embodiments described herein include suchsoftware to implement the equations, relationships and algorithmsdescribed above. One skilled in the art will appreciate further featuresand advantages of the certain embodiments described herein. Thus thecertain embodiments are not to be understood to be limited by what hasbeen particularly shown and described, except as indicated by theappended claims.

Referring to FIG. 1 , a hardware diagram depicting a system 100 in whichthe processes described herein can be executed is provided for exemplarypurposes. In one embodiment, system 100 includes a server 200communicating with a representative computing device 90 across a network50 with communication channels 75. The server 200 stores personalinformation 202 about customers, recent activities data 204 related tothe customers, business rules 206 to be applied as described herein,conversation plans 208 that are generated, and a services database 210,which includes information about various services a company may offer.

For exemplary purposes only, personal information 202 about customersmay include the customer's legal name, what name they preferred to becalled by, names of their family members (including former familymembers such as ex-spouses), ages for the customer and their family, howthe customer is eligible for coverage (if applicable). Recent activitiesdata 204 by the customer may include the customer enrolling in a servicethat the company offers (e.g., mortgage, automobile loan, auto/home/lifeinsurance, banking, and credit card), changing the settings of a servicealready enrolled in (e.g., raising the deductible and lowering thepremium of an auto insurance policy), calling the company to ask aquestion and/or discuss a topic, researching information on thecompany's website, and/or researching information on the internet andlater visiting the company's website (e.g., wherein the company'sservers may glean past Internet activities based on “cookies”).

Business rules 206 may include associations, correlations and/orcausations between (1) information and/or past activities and (2) futureactivities. For example, a business rule may reflect the relationshipbetween (1) a child attaining the age of 15 and (2) adding anothermember to an auto insurance policy. In another example, a business rulemay associate (1) browsing the company's website searching for lifeinsurance information and (2) the subsequent phone call to the companybeing a request to (2a) enroll in a life insurance policy, or (2b)change the settings of an existing life insurance policy. In yet anotherexample, a business rule may associate (1) a customer attainingretirement age and (2) the customer lowering their life insurancepremium to a lower amount.

In one embodiment, a conversation plan 208 may include a series oftopics about which the company's representative will suggest discussingwith the customer. For example, if the customer is about to turn 65years old and has a child about to turn 15 years old, the conversationplan may include the representative first suggesting to talk aboutadding the child to an auto insurance policy, and subsequentlydiscussing if the customer wants to amend their life insurance policy.In yet another example, a conversation plan may include asking abouteach service the customer is enrolled in with reference being made tothe most recent event associated with each service (e.g., the firsttopic may be asking if the customer wants to amend their recently addedhome insurance policy, and the second topic may be asking the customerabout the additional member she added to her auto insurance policy ayear ago).

The services database 210 includes information related to the customer'senrollment in any services that are offered by the company. Suchinformation may include the details of the customer's policies, thedetails of previous settings to current policies, and the details of thesettings to previous policies the customer has enrolled in. For example,if a company offers credit card services, mortgage services, bankingservices, automobile loan services, investment services, insuranceservices and housing services, the services database may includeinformation related to their customers' involvement with those services.

Turning now to FIG. 2 , illustrated therein is an exemplary embodimentof computing device 200 for use in the system 100. Such a computingdevice 200 is exemplary of how a server 200 and even how arepresentative computing device 90 may be configured. The followingdiscussion is principally with respect to the computing device 200 whenfunctioning as the server 200. The server 200 preferably includes bus205, over which intra-device communications travel. A processor 210,interface device 220, network device 230, and memory 240 allcommunication across the bus 205. The server 200 also preferablyincludes RAM 242 and hard drive 245 for storage. The computing device200 may also include a display system, such as a monitor (not shown),particularly when used as a representative computing device 90.

The term “module”/“engine” is used herein to denote a functionaloperation that may be embodied either as a stand-alone component or asan integrated configuration of a plurality of subordinate components.Thus, “modules”/“engines” may be implemented as a single module or as aplurality of modules that operate in cooperation with one another.Moreover, although “modules”/“engines” may be described herein as beingimplemented as software, they could be implemented in any of hardware(e.g. electronic circuitry), firmware, software, or a combinationthereof.

Memory 240 is a computer-readable medium encoded with a computerprogram. Memory 240 stores data and instructions that are readable andexecutable by processor 310 for controlling the operation of processor210. Memory 240 may be implemented in random access memory 242 (RAM), anon-transitory computer readable medium, volatile or non-volatilememory, solid state storage devices, magnetic devices, hard drive 245,database 246, a read only memory (ROM), or a combination thereof.

Processor 210 is an electronic device configured of logic circuitry thatresponds to and executes instructions. Processor 210 outputs results ofan execution of the methods described herein. Alternatively, processor210 could direct the output to a remote device (not shown) via network50.

It is to be further appreciated that computer networks, upon which theembodiments described herein my interact and/or function, can include alocal area network (LAN) and a wide area network (WAN), other networkssuch as a personal area network (PAN), or any combination thereof. Suchnetworking environments are commonplace in offices, enterprise-widecomputer networks, intranets, and the Internet. For instance, when usedin a LAN networking environment, the system 100 is connected to the LANthrough a network interface or adapter (not shown). When used in a WANnetworking environment, the computing system environment typicallyincludes a modem or other means for establishing communications over theWAN, such as the Internet. The modem, which may be internal or external,may be connected to a system bus via a user input interface, or viaanother appropriate mechanism. In a networked environment, programmodules depicted relative to the system 100, or portions thereof, may bestored in a remote memory storage device such as storage medium. It isto be appreciated that the illustrated network connections of FIG. 1 areexemplary and other means of establishing a communications link betweenmultiple computers may be used.

It should be understood that computing devices 200 each generallyinclude at least one processor, at least one interface, and at least onememory device coupled via buses. Computing devices 200 may be capable ofbeing coupled together, coupled to peripheral devices, and input/outputdevices. Computing devices 200 are represented in the drawings asstandalone devices, but are not limited to such. Each can be coupled toother devices in a distributed processing environment.

Turning to FIG. 3 , illustrated therein is an exemplary process 1000 ofutilizing system 100. Starting at step 1001, an integrated desktop isdisplayed on a computer 90 operated by a representative of a company. Inone embodiment, the integrated desktop includes customer informationabout a customer who called the representative, such as, for exemplarypurposes only, personal information about the customer, the customer'sfamily's information, the customer's age, recent activities the customerhas engaged in (e.g., withdrawal of $9,000 from an emergency fund, afixed rate loan of $40,000), status of the phone call (e.g., if thecustomer has been transferred and how many times, how long the customerhas been on hold, how long the call has lasted), an indication of thecustomer's preferred nickname (e.g., “Tommy” instead of “Thomas”).Additionally, the integrated desktop may include a button to transferthe call to another party within the company.

For example, a typical screen shot 400 is shown in FIG. 4 for a customernamed Tom Thompson. The screen shot 400 provides conversational, status,product and other information related to the customer, Mr. Thompson. Byreviewing the information of the screen shot 400, the customer servicerepresentative is better able to have a productive, efficient and smoothdialogue with the customer. It is envisioned that the customer servicerepresentative gleens available cues from the screen shot 400 to informher expectations for the upcoming interaction with the customer.

It is expected that a plurality of screens related to the customer arepresented to the customer service representative by the integrateddesktop program running in the system. For example, screenshots 500, 600of FIGS. 5A and 6A, respectively, may be presented separately or on asplit screen for review by the customer service representative. In orderto provide more clear information regarding screenshot 500, FIG. 5B-Dare provided to illustrate subparts of screenshot 500. The details ofFIGS. 5A-D are self-explanatory and thus, not described in great detailherein.

In order to provide more clear information regarding screenshot 600,FIG. 6B-E are provided to illustrate subparts of screenshot 600.

Referring again to FIG. 3 , the system 100 may generate, prioritize anddisplay future actions predicted by the customer's information andbusiness rules (step 1002). The screen shots 500, 600 of FIGS. 5A and 6Aare examples of the information presented to the customer servicerepresentative.

Referring now to FIGS. 5A-D, based upon the information gathered by thecustomer service representative, the integrated desktop programgenerates and displays additional information while prioritizing futureactions (step 1002 of FIG. 3 ). The customer service representativerepresentative typically reviews screenshots 400, 500, 600. Initially,during the interaction with the customer, typically a call, the customerservice representative reinforces the customers connection to thecompany by being familiar and dexterous with the details related to thecustomer. As the customer service representative navigates the variousscreenshots and interacts with the customer, the customer servicerepresentative begins to understand the larger context of the customerwhile encouraging the customer to share their story and enter salientdetails into the system 100. This process helps the system 100 and thecustomer service representative to identify the customer's intent andneeds.

Referring again to FIG. 3 , at step 1003, the system 100 may alsogenerate and, prioritize and display a conversation plan 602 (see FIG.6B), which is part of screen shot 600 of FIG. 6A. The conversation planmay include one or more topics. Each topic may include, for exemplarypurposes only, a question for the representative to ask the customer, atopic to be raised, and/or a recent change to the customer's servicesand/or situation. Further, each topic displayed on the representative'scomputer may include one or more links, each link providing the abilityfor the representative to quickly access differentinformation/functionality. For example, if a topic is to ask about thecustomer's existing car insurance policy, the link may allow therepresentative to quickly and automatically open the customer's policy(step 1005). In yet another example, if the topic is to ask if thecustomer would like to initiate life insurance, the link may allow therepresentative to quickly and automatically access the ability togenerate and configure life insurance quotes. It is contemplated hereinthat the link may be a hyperlink (e.g., such as in web browsers) thatopens in the same “page”, the link may be a hyperlink that opens a new“page”, clicking the link may start a different program/application onthe representative's computer, or any other functionally equivalent orsimilar computerized transition mechanisms as known in the art.

For example, conversation plan area 602 of FIG. 6B illustrates aconversation plan for an in progress interaction between a customerservice representative and a customer. The customer is being helped witha $6,000 investment but in view of indications that a new baby had justarrived in the family, the system 100 was recommending that discussionrelated to life insurance and starting a 529 college saving fund bestarted for the new baby, Sam.

As the customer service transitions into the recommended topics andindicates such, the system 100 presents an additional suggestions andelements area 604 as shown in FIG. 6C. The suggestions and elements area604 provides talking points 606 and supporting dialog 608 for thecustomer interaction. The customer service representative can alsoeasily enter these points into the record of the interaction byselecting an “Add to Conversation” button 610. Of course, thistechnology is equally applicable to “online chat”, instant messaging,video conferencing and other forms of interaction. As the interactionproceeds, the system 100 provides additional information as the customerservice representative enters additional information about theinteraction. For example, a conversation support area 614 as shown inFIG. 6E is presented to the customer service representative to assistwith the discussions related to life insurance and 529 college savingsaccounts.

Referring to FIG. 6D, throughout the customer interaction, the customerservice representative is managing the $6,000 investment via the OptionsExplorer portion 612 of the screen shot 600. It is also envisioned thatas data is entered into the system 100 by the customer servicerepresentative, the screens 500,600 will change. For Example, FIG. 6Eillustrates a changed portion 620 of screen 600. Portion 620 helps thecustomer service representative discuss relevant offers, follow-up ontasks, and attend to housekeeping for the customer without introducingundesirable pauses in the interaction.

By discussing the customer's needs in view of their current lifesituation, the customer service representative guides the customer in adiscussion of recommended solutions, options and opportunities. Becauseof the assistance of the integrated desktop program running on thesystem 100, the customer service representative helps the customer thinkthrough concerns and possible objections. By making the customer feelempowered to decide on the course of action, the customer is willing andlikely to select solutions, products and services of the company thatbest address their needs and aspirations. The integrated desktop helpsthe customer service representative see a global view for the customerand respond when the customer requests assistance. By asking questionsto make sure that the customer service representative truly understandthe needs of the customer, a shared understanding of the requests andneeds is accomplished. From this point, the customer and the customerservice representative can engage in detailed tactical work, stillwithin the integrated desktop, to bring decisions to fruition and tasksto completion.

In order to complete the designed plan, future action may be required.The customer service representative uses the integrated desktop tocreate the future plan in a tangible and actionable manner. The customerservice representative passes along from the integrated desktop therelevant resources to support the customer in following their personalpath to financial security and accomplishing the plan goals. Milestones,deadlines and follow up with the customer are all entered into theintegrated desktop. After the interaction, the customer servicerepresentative follows up with the customer, upon prompting by theintegrated desktop, via the channel of the customer's choice, to delivertangible evidence of progress and provide support for taking therelevant next steps.

Referring still to FIG. 3 , in one embodiment, and in some utilizations,based on information gathered and/or received during the phone call, anew conversation plan may be generated and displayed on therepresentative's computer (step 1004). For example, if the customercalled to cancel their life insurance because money is currentlylimited, a new conversation plan may be generated that includes a topicthat directs the representative to ask the customer if they would liketo reconfigure their other policies (e.g., auto insurance, homeinsurance) to lower the premiums.

Again, information gathered during the phone call is saved to system 100(step 1006). This information includes, for exemplary purposes only, anyinformation communicated by the customer to the representative (e.g., Iwould like to increase my auto insurance coverage in a few months), anyadditional policies that the customer enrolled in (e.g., adding homeinsurance policy), changes to policies that the customer is enrolled in(e.g., reconfiguring an existing home insurance policy), and/orfollow-up activities and/or conversations that may or may not becontingent upon information discussed during the phone call and/orclient enrollment and/or reconfiguration of the client's existingenrollment in services.

Referring still to FIG. 3 , it is contemplated herein that, in one ormore embodiments, at any time in the process 100 of the customer'sinteraction, responsibility for the customer interaction as well as ascreen that may include the customer's information and/or theconversation plan, may be transferred from one representative to anotherrepresentative (step 1008). For example, if the customer requestsspecific details about life insurance policies in the customer's stateof residence, the call may be transferred to a specialist that isfamiliar with the questions and/or issues that the customer may present.In this example, a transfer button may be selected in the graphical userinterface (GUI) of the first representative, and automatically thecustomer's phone call may be transferred to the second representative,and the second representative's computer's GUI may include thecustomer's information as well as displaying possible insurance optionsthat the customer may be interested in. Further, it is contemplatedherein that the second representative may first be conferenced into thephone call, and after an introduction is made, the first representativemay exit the phone call.

For example, FIG. 7 illustrates a portion 700 of a screen shot presentedto at least the second customer service representative during a calltransfer. The portion 700 may be integrated into previous screensdiscussed herein or presented as part of a separate screen. The portion700 includes information to allow for determining the customer's status,last prompt, recent activities and why the interaction is beingtransferred. Upon getting up to speed, the first customer servicerepresentative can select the transfer call button 702.

Referring to FIG. 8 , an example of a pop-up call transfer synthesisarea 800 is shown. Again, the call transfer synthesis area 800 may beautomatically provided to both of the involved customer servicerepresentatives upon selection of the call transfer option. The calltransfer synthesis area 800 includes the reason for the transfer andadditional background information about the customer.Actions available to the MSR within the Conversation Plan are likewisetailored by Role of the MSR. So that only unlicensed reps don't takeaction on items they are not authorized for. Do the actions need to bementioned? Or is that part of the “business rules”? As can be seen, itis recognized that the customer service representatives will havedifferent skill and experience levels. Thus, the system 100 may displaydifferent conversation plan items based on the skills, training andexperience of the customer service representative. Additionally, theeducation and/or work history of the customer can impact theconversation plan/screens presented to the customer servicerepresentative(s).The techniques described herein are exemplary, andshould not be construed as implying any particular limitation on thepresent disclosure. It should be understood that various alternatives,combinations and modifications could be devised by those skilled in theart. For example, steps associated with the processes described hereincan be performed in any order, unless otherwise specified or dictated bythe steps themselves. The present disclosure is intended to embrace allsuch alternatives, modifications and variances that fall within thescope of the appended claims.

The terms “comprise”, “include”, and conjugations thereof are to beinterpreted as specifying the presence of the stated features, integers,steps or components, but not precluding the presence of one or moreother features, integers, steps or components or groups thereof.

Although the systems and methods of the subject invention have beendescribed with respect to the embodiments disclosed above, those skilledin the art will readily appreciate that changes and modifications may bemade thereto without departing from the spirit and scope of the subjectinvention as defined by the appended claims.

What is claimed is:
 1. A computer-implemented method for managinginteractions between a customer and a company representative comprising:receiving, by a computer system, an electronic communication from thecustomer to a customer representative; determining, responsive to thereceived electronic communication, by the computer system, a predictedfuture action by the customer based upon analytics performed upon thereceived electronic communication without the customer representativerequesting information; displaying, by the computer system, on acustomer representative display information related to the determinedpredicted future action by the customer; generating, by the computersystem, a plurality of conversation topics configured to be displayed onthe company representative display including customized dialogue for thecompany representative based upon customer interaction with the companyrepresentative; and displaying, by the computer system, on the customerrepresentative display each of the plurality of conversation topics suchthat the company representative selects one or more of the displayedcustomized conversation topics to be added to a conversation plan to bediscussed with the customer wherein each of the plurality ofconversation topics are accompanied by an add to conversation buttondisplayed on the customer representative display.
 2. The computerizedmethod as recited in claim 1, wherein the conversation topicsinclude: 1) a question for the representative of the company to askrelating to the determined predicted future action; 2) a topic to beraised by the representative of the company to ask relating to thedetermined predicted future action; and 3) discussion of a recent changeto the customer's family determined from the customer interaction withthe company representative and the determined predicted future action bethe customer.
 3. The computerized method as recited in claim 2, whereinthe electronic communication is a telephonic interaction between thecustomer and the company representative.
 4. The computerized method ofclaim 1, wherein the displayed information includes an item selectedfrom the group consisting of a name for the customer, an age of thecustomer, and an eligibility requirement for the customer.
 5. Thecomputerized method of claim 1, wherein the displayed informationincludes a recent action the customer undertook with the company.
 6. Thecomputerized method of claim 1, wherein the displayed informationincludes a status of the customer's phone call.
 7. The computerizedmethod of claim 6, wherein the status of the customer's phone callincludes an item selected from the group consisting of: a number oftransfers for the customer's phone call, an amount of time the customerhas been on hold in the customer's phone call, the duration of thecustomer's phone call.
 8. The computerized method as recited in claim 2,further including determining and displaying on the customer servicerepresentative display a conversation plan for the customerrepresentative regarding the real-time interaction between the customerservice representative and the customer, wherein the conversation planincludes conversation topics added by selection of one or more of thedisplayed add to conversation buttons.
 9. The computerized method asrecited in claim 1, wherein the conversation plan further includes oneor more services offered by the company determined relevant to thecustomer based upon the predicted future action.
 10. The computerizedmethod as recited in claim 1, wherein the plurality of conversationtopics include a question for the customer service representative to askrelating to the determined predicted future action.
 11. A computersystem for managing interaction between a customer and a customerservice representative of a company, comprising: a memory configured tostore instructions; a processor disposed in communication with thememory, wherein the processor upon execution of the instructions isconfigured to: store in memory data related to customers and companyservices; receive an electronic communication from the customer to acustomer representative; determine, responsive to the receivedelectronic communication, a predicted future action by the customerbased upon analytics performed upon the received electroniccommunication without the customer representative requestinginformation; display on a customer representative display informationrelated to the determined predicted future action by the customer;generate a plurality of conversation topics configured to be displayedon the company representative display including customized dialogue forthe company representative based upon customer interaction with thecompany representative; and display on the customer representativedisplay each of the plurality of conversation topics such that thecompany representative selects one or more of the displayed customizedconversation topics to be added to a conversation plan to be discussedwith the customer wherein each of the plurality of conversation topicsare accompanied by an add to conversation button displayed on thecustomer representative display.
 12. The computer system as recited inclaim 11, wherein the conversation topics include: 1) a question for therepresentative of the company to ask relating to the determinedpredicted future action; 2) a topic to be raised by the representativeof the company to ask relating to the determined predicted futureaction; and 3) discussion of a recent change to the customer's familydetermined from the customer interaction with the company representativeand the determined predicted future action be the customer.
 13. Thecomputer system as recited in claim 12, wherein the electroniccommunication is a telephonic interaction between the customer and thecompany representative.
 14. The computer system as recited in claim 11,wherein the displayed information includes an item selected from thegroup consisting of a name for the customer, an age of the customer, andan eligibility requirement for the customer.
 15. The computer system asrecited in claim 11, wherein the displayed information includes a recentaction the customer undertook with the company.
 16. The computer systemas recited in claim 11, wherein the displayed information includes astatus of the customer's phone call.
 17. The computer system as recitedin 16, wherein the status of the customer's phone call includes an itemselected from the group consisting of: a number of transfers for thecustomer's phone call, an amount of time the customer has been on holdin the customer's phone call, the duration of the customer's phone call.18. The computer system as recited in claim 11, wherein the processor isfurther configured to determine and display on the customer servicerepresentative display a conversation plan for the customerrepresentative regarding the real-time interaction between the customerservice representative and the customer, wherein the conversation planincludes conversation topics added by selection of one or more of thedisplayed add to conversation buttons.
 19. The computer system asrecited in claim 11, wherein the conversation plan further includes oneor more services offered by the company determined relevant to thecustomer based upon the predicted future action.
 20. The computer systemas recited in claim 11, wherein the plurality of conversation topicsinclude a question for the customer service representative to askrelating to the determined predicted future action.